Making the Most of Customer Service

RightNow is introducing three services that provide best practices for customer relationship management.

Online customer service software developer RightNow Technologies Inc. today introduced a new package of services that map to best practices for customer service.

The best practices, gleaned from the Bozeman, Mont., companys own experiences in developing software and hosted services for customer service, are being combined in a platform known as ProServices. There are three services within the platform: RightStart, RightPractices and RightFit.

RightStart provides telephone and on-site consulting services designed to ensure the implementation of best practices from the beginning of RightNow eService Center deployments. RightPractices is a three-day on-site engagement to evaluate the existing implementation so as to best align it with a companys specific business requirements.

RightFit is a set of technical services for companies seeking to integrate RightNows eService software with other enterprise applications such as CRM(customer relationship management), help-desk or call-center management; or to customize the user interface to better match their business processes and the way customers interact on their Web site.

RightNow will employ best practices in such areas as site design, knowledge development processes and policies, email automation, event escalation and performance metrics, company officials said. The company has more than 1,100 customers.

Pricing for ProServices starts at $2,500 per day plus travel expenses. Length of engagement is determined by customer requirements.